TRIRIGA Click-through Demo

Overview

Here comes an internship at another enterprise company, IBM! During this internship, I worked on two projects and I’ll be talking about the first project on TRIRIGA:

TRIRIGA real estate management discovery research
- Clarified project scope and identified key selling points by conducting interviews with TRIRIGA lease management SMEs and external customers, aiming to increase customer attraction by 15% and target an additional 200 users.
- Share insights with the product manager to develop a compelling click-through demo, aiming to attract potential customers and drive a 20% increase in sales.

Role: UX Design Intern

Duration: 7 weeks, June 2024-July 2024

Support from my intern journey: Vishal Rane (PM), Sandra Gannon (Manager), Cindy Hoang (Mentor)

TRIRIGA Click-through Demo Discovery Research

Real Estate and Facilities Management

My Role: Product Led Growth (PLG) Research for TRIRIGA

In the PLG team, I focus on identifying key insights in the customer journey of TRIRIGA lease management to include in the click-through demo.

TRIRIGA is a software that helps businesses manage their real estate, office spaces, and leases all in one place. In this project, I’ll be focusing on the lease management aspect of the platform
PLG is a business strategy in which the product itself drives business growth by allowing users experience its value prior to purchasing.
My goal: find the “Aha” moment - key insights during customer journey when user recognizes the significant value of a product, solving their problems

Our Goal

Create click-through demo for lease admin and accountant, “wow“ them to convince head of corporate real estate to buy TRIRIGA.

The bullet points highlight key functionalities each user is responsible for in the lease management process, based on insights from research interviews.
The objective is to demonstrate a seamless workflow for both lease administrators and lease accountants, showcasing all their essential capabilities in TRIRIGA.
Emphasize that users can perform tasks efficiently using all available functions, illustrating how their workflow is streamlined, reduces costs, and increases efficiency, benefiting the head of corporate real estate.

Research Overview

I conducted discovery research with internal IBMers to find “Aha” moments for lease management via affinity mapping

Received internal feedback of what the flow and “Aha” moments could potentially look like in the demo.

Created high-level workflow of lease management
- Workflow highlights key functionalities for each role (transaction manager, lease administrator, accountant) and answers critical questions we want to answer in the click-through demo
- Wow moments: highlighted in orange, are moments that build towards the Aha moment

High-level Workflow of Lease Management

Wow moments building towards Aha moment

Highlights

Top findings based on discovery research

Key Takeaways

1.

Head of corporate real estate needs a way to see full picture of lease management

2.

“Aha” moment comes when they have seen transaction manager, lease admin, accountant working together — reducing time to value

3.

Customers using TRIRIGA manage leases on separate platforms — unaware that they can manage leases within TRIRIGA itself

Lease Management Process

Questions we want to answer in the demo

These are based on common questions customers ask sellers

1.

How can the workflow and processes within lease management be interconnected?

2.

Why use TRIRIGA instead of the other competitors?

3.

How is it compliant with my organization standards?

4.

What will it look like with my data?

Aha Moment

Being able to optimize multiple workflows in a single platform that is shared across multiple teams.

This Aha moment is very broad and we need to figure out a way to find specific “Aha” moments for lease admin and accountant
Therefore we want to propose a new project scope

Outcome

Results of the research findings and synthesis

New Project Scope

Dive deeper into discovery research with external customers to find specific “Aha” moments of lease administration & lease accounting.

Next Steps

Given I only had 3 weeks left of my internship, I created and handed off these next steps to the product management team.

1.

External Customer Interviews

Validate internal IBMers workflow
Figure out key functionalities of lease admin and accounting leading to ”Aha” moments

2.

Gather Screenshots

Capture wow moments that lead to the "Aha" moment
Verify screenshots to create a coherent workflow
Incorporate internal and external research feedback

3.

Build Storyboard and Narrative

Create storyboard and narrative based on screenshots gathered
Review with internal SMEs for feedback

4.

Create click-through demo

Demo highlights the “Aha” moments within lease administration and lease accounting

Retrospective

Internship Goals and Expectations

Expectations

Gain work experience and utilize UX foundations taught in school
Work on an end-to-end UX project on one of IBM’s product
Shadow and connect with people in UX, PM, design, research, content

Reality

Met most of my expectations
Exceeds expectations: Project flexibility allows the scope to be modified based on internal IBM customer feedback, driving more focused research outcomes

Reflection

Derisking in discovery: How do we build that stakeholder confidence and reduce uncertainty? That is why I initiated to rescope the project to gather both internal and external customer feedback to validate the initial discovery.
Stay curious: Always ask questions and talk to your peers, even the co-workers you sit by. You never know the people you connect with are experts and knowledgeable about your project topic. In my case, I was sitting right by TRIRIGA and Maximo experts and I learned by being open and curious about their role at IBM.